Introduction of AI System in BMW and Mini Customer Centers
BMW Group Korea is analyzing customer feedback using artificial intelligence (AI).
On the 26th, BMW Korea announced that it will introduce this system to the communication centers of BMW and its subsidiary brand MINI in collaboration with AI startup 'WorksCombine.'
WorksCombine is a startup specializing in AI and data analysis in the mobility sector. It is also a company selected for the BMW Startup Garage, which promotes cooperation between BMW and startups. Through this collaboration, WorksCombine will deliver the 'BMW VoC Analysis System,' which analyzes and visualizes feedback received by the customer center.
The BMW VoC Analysis System classifies and analyzes the Voice of Customer (VoC) collected by the customer center using AI and provides it in the form of a web page. This allows BMW Korea employees to easily check trends related to customer feedback. It was also emphasized that BMW Korea is the first in the imported car industry to improve customer service using AI.
Sung Jun-seok, CEO of WorksCombine, said, "We will continuously and actively manage and improve the system so that BMW Korea's ever-evolving customer service can grow to a higher level."
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